All members of staff at Dyfed Powys Police know how important it is to provide the highest possible level of service to the public.  We really like to hear about good service you have received, but we also take complaints very seriously and want to hear about how we could do better.

If you feel that the conduct of an officer/member of staff falls below the standard expected, or where the service as a whole has let you down, you have the right to complain.

Making a complaint

You can make a complaint if you:

  • Have experienced inappropriate behaviour from a police officer, staff member, contractor or volunteer. For instance, if you felt they were rude or aggressive in their treatment of you
  • Saw a police officer, staff member, contractor or volunteer acting inappropriately
  • Have been adversely affected by the conduct of a police officer, staff member, contractor or volunteer, even if it did not take place in relation to you.

If you are representing someone affected by any of the categories listed above, and wish to make a complaint on their behalf, you will need to have their written permission. This does not apply if you are the parent or guardian of a child aged 16 or under and wish to complain on their behalf.

You can also complain about how a police force is run. For example, you can complain about policing standards or policing policy. This is known as a ‘direction and control’ complaint.

You can make a complaint through any of the following means:

  • In person at your nearest Police Station
  • By telephone – 01267 226044 during office hours (9am-5pm Monday to Friday) or on the police non-emergency number 101 outside of office hours
  • Email – psd@dyfed-powys.pnn.police.uk
  • By completing our complaint form (Word or PDF) and posting or emailing this back to us.
  • By post -Write to the Professional Standards Department, Dyfed-Powys Police, PO Box 99, Llangunnor, Carmarthen, SA31 2PF

If you are deaf, hard of hearing, or have difficulties with speech you can contact us by text, please click here for more details.

If you need information in another language or format please contact us to request.

If you need assistance in making a complaint you can ask for someone to act on your behalf or an advocacy organisation or support group can make a complaint on your behalf.

You can also let us know and we will try to help by:

  • Directing you to a suitable advocacy or support group if required
  • Providing access to interpreters
  • Providing correspondence in alternative formats
  • Providing facilities for the deaf, hard of hearing or speech-impaired

The Independent Office for Police Conduct (IOPC) have produced an easy read guide to making a complaint against the police which can be found here They have also produced an easy read version of the complaint form which can be submitted to us.

You can also download this form from our page in Word or PDF.

 

Where possible we will try to resolve your complaint and put things right as swiftly as possible. However if this is not possible or your complaint is more serious then it will be dealt with through the formal procedures by the Professional Standards Department.

These procedures begin with us considering your complaint and making a decision about whether to record it. You can expect to hear from us within 15 working days about whether we have recorded your complaint and, if it has not, the reasons why. If your complaint has not been recorded, you will have a right of appeal.

If your complaint is recorded, we will consider whether it needs to be referred to the Independent Office for Police Conduct (IOPC). If your complaint is not referred, it will be dealt with by either local resolution or local investigation.

Local resolution

Complaints that do not require IOPC involvement can be resolved in one of a number of ways. In many cases this will be through ‘local resolution’. This may involve us explaining, apologising, or otherwise satisfying you that appropriate action is being taken. Please note that local resolution cannot result in misconduct proceedings being taken against an officer, staff member or relevant organisation.

You will receive a letter from us explaining what the local resolution is, and information about your right to appeal if you are unhappy with the outcome.

Local investigation

In some cases, we will carry out a ‘local investigation’. If so, we will discuss with you how the complaint will be investigated and how a decision will be reached. When the investigation is complete, you will be told if the investigation has found in your favour and what action is being taken. There may be action taken, even if the investigation does not find in your favour.

You will receive a letter from us explaining what the local investigation found, and information about your right to appeal if you are unhappy with the outcome.

For further information please see the IOPC publication 'A guide to the police complaints system' or click here to view our 'Frequently Asked Questions'.

The IOPC oversees the police complaints system. It is independent, making its decisions entirely independently of the police, government and complainants.

Police forces deal directly with most complaints against their officers or staff, while the IOPC investigates the most serious complaints, incidents and allegations of misconduct. Both deal with appeals from people who are not satisfied with the way their complaint has been dealt with.

Further information on the role of IOPC can be found on their website www.policeconduct.gov.uk/

If you are unhappy about the outcome of your complaint, or about how your complaint has been handled, you may be able to appeal. To find out who should handle your appeal, please check the letter we sent you informing you of the outcome of your complaint.

Appealing the outcome of a complaint

You will receive a letter notifying you of the outcome of your complaint.

The letter will also explain who will deal with your appeal. This will either be Dyfed Powys Police or the Independent Office for Police Conduct (IOPC).

For further information about who is the relevant organisation to deal with your appeal and why, please see our 'Frequently Asked Questions'.

If Dyfed Powys Police are dealing with your appeal, please see below for instructions on how to make an appeal. If the IOPC are dealing with your appeal please visit the appeals section on their website for further details. Any appeal has to be received within 29 days of the date on your outcome letter.

  • You can appeal against a decision to disapply.
  • You can appeal against the outcome of the local resolution.
  • You can appeal against the outcome of a local investigation.
  • You can appeal against the decision to discontinue an investigation.

The sections below explain when you can appeal and include a link to the relevant appeal form.

Appeal against a decision to disapply

You may be able to appeal if the complaints process was stopped before an investigation into your complaint began. This situation happens when we make a ‘decision to disapply’.

You can appeal if you think we should not have decided to disapply. To do this, use should use the Disapplication Appeal form (Word or PDF).

Appeal against the outcome of the local resolution

You may be able to appeal if your complaint was dealt with using the local resolution process.

You can appeal if:

You think that the outcome of the local resolution of your complaint was not a proper one. This means that, for example, you believe the outcome was not appropriate to the complaint, or the outcome did not reflect the evidence available.

To do this, you should use the Local Resolution appeal form (Word or PDF).

You cannot appeal if your complaint relates to a direction and control issue.

Appeal against an investigation into a complaint

You may be able to appeal if your complaint was dealt with through a local investigation.

You can appeal if:

  • You did not receive enough information to enable you to understand why we came to our decision.
  • You disagree with the findings of the investigation into your complaint.
  • You disagree with the action we plan to take after investigating your complaint.
  • You do not think we made the right decision about whether an officer you complained about has a case to answer for misconduct, gross misconduct, or whether their performance was unsatisfactory.
  • You disagree with the decision not to refer the officer’s conduct to the CPS for a decision about whether to bring criminal charges.

You can do this using the Local Investigation appeal form (Word or PDF).

You cannot appeal if your complaint relates to a direction and control issue.

Appeal against the decision to discontinue your complaint

You may be able to appeal if we decide to end the handling of your complaint. You can appeal this decision if you do not think we should have discontinued the complaint.

Use the Discontinuance Appeal form (Word or PDF).

Your appeal will be considered by the Head of the Professional Standards Department, who has been given the delegated responsibility for this role by the Chief Officer.

As soon as we receive your appeal we will contact you to acknowledge we have received it. There is no timescale in which an appeal has to be considered, but we will endeavour to deal with it as soon as practicable.

Please note that any appeal will only look at how your complaint was handled. It is not a re-investigation of your original complaint.

Once your appeal has been considered we will write to you to notify you of the decision. If your appeal is upheld, we will explain what happens next. If your appeal is not upheld, we will write to you explaining how and why we made this decision.

Any appeal decision is final and there is no further right to appeal. Any decision we make can only be overturned by the courts through the judicial review process. You should seek your own independent legal advice if you intend to pursue this course of action.

Please see our 'Frequently Asked Questions' for further information on the appeals process.

More

Click here to read more about the Professional Standards Department - the department responsible for the investigation of all public complaints, whether they are made about Police Officers, Police Staff or Special Constables.